Open to opportunities

Emine Junior Emine

@eminejunioremine

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Technical Support Specialist with 5+ years resolving software, hardware, and network issues.

Nigeria

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What I'm looking for

I seek remote or hybrid technical support roles where I can reduce resolution times, improve customer satisfaction, and collaborate with product teams while working US/EU hours.

I am a Technical Support Specialist with over five years of hands-on experience troubleshooting software, hardware, and network connectivity issues for clients across remote platforms and enterprise environments.

I consistently deliver high customer satisfaction, maintaining a 95%+ rating across 500+ interactions and achieving an 85% first-contact resolution rate while supporting Windows, macOS, Linux, and mobile devices.

My background includes creating documentation and knowledge-base articles that reduced repeat tickets by 30%, performing root cause analysis that cut recurring issues by 25%, and optimizing processes to reduce average ticket resolution time by 20%.

I am comfortable working US/EU hours, experienced with ticketing systems and remote-support tools, and I collaborate effectively with development teams to report bugs and improve user experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Fiverr, Upwork, Freelancer.com

Nov 2020 - Present (5 years)

Provided tier 1 and tier 2 remote technical support to 200+ clients with a 4.9/5.0 average rating and 85% first-contact resolution, creating knowledge base articles that reduced repeat tickets by 30%.

Remote Support Ticketing Systems Windows MacOS Linux Customer Support Knowledge Base

Technical Support Specialist

Cinfores Limited

Nov 2018 - Mar 2020 (1 year 4 months)

Handled 50+ daily support tickets across phone, email, and chat, performed root-cause analysis to reduce recurring tickets by 25% and configured hardware/software with zero deployment failures.

Technical Troubleshooting Phone Support Email Support Chat Support Root Cause Analysis Ticketing Systems

IT Support Specialist

Cinfores Limited

Nov 2017 - Oct 2018 (11 months)

Provided first-line hardware, software, and network support, conducted preventive maintenance to maximize uptime, and trained 10 team members, reducing average resolution time by 20%.

System Monitoring Training Ticketing Systems Process Improvement Documentation

Education

Degrees, certifications, and relevant coursework

Rivers State University

Bachelor of Science, Computer Science

2015 - 2019

Grade: 4.01/5.00 (Second Class Upper Honours)

Activities and societies: Relevant coursework: System Analysis & Design, Database Management, Computer Networks, Software Design, Computer Security; NYSC completed in 2021.

Completed a Bachelor of Science in Computer Science with Second Class Upper Honours, focusing on systems analysis, databases, networks, and software design.